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Kai

Joined Apr 09, 2023

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Last activity May 02, 2024

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Kai

Kai commented,

CommentTicket automation and collaboration
Hi Corrina,
 
No, clients cannot see side conversations in Zendesk, nor are they notified about them. Side conversations are private communication channels used by agents to collaborate internally without involving the client. 

View comment · Posted Mar 07, 2024 · Kai

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Kai commented,

Community comment Q&A - Help center and community
Hi Scot,
 
Adding content blocks in bulk to previously created articles in Zendesk Guide involves several steps. Here's a general guide:
 
  1. Access Zendesk Guide:
    • Log in to your Zendesk Guide account as an administrator.
  2. Navigate to Knowledge Base:
    • Go to the "Knowledge Base" or "Guide" section, where your articles are located.
  3. Select Articles:
    • Choose the articles to which you want to add content blocks. You can select multiple articles at once.
  4. Edit Articles:
    • Edit the selected articles. This typically involves opening each article in an editing interface.
  5. Insert Content Blocks:
    • Within the editing interface, add the content blocks where you want them in each article. You can use Zendesk's editor tools to insert the content blocks.
  6. Save Changes:
    • Save your changes for each article.
  7. Review and Publish:
    • Review the articles to ensure the content blocks are correctly placed and displayed. Make any necessary adjustments.
  8. Publish Changes:
    • Publish the edited articles to make the changes visible to users.

Please note that the specific steps and options may vary depending on your Zendesk Guide setup and the version you're using. Zendesk's documentation and support resources can provide more detailed and version-specific guidance.
 
By following these general steps, you can add content blocks in bulk to previously created articles in Zendesk Guide, making it easier to update and enhance your knowledge base.

View comment · Posted Oct 24, 2023 · Kai

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Kai commented,

CommentWorking with leads and contacts
Hi Abdelhameed,
 
In Zendesk Sell, you can indeed set up lead assignment rules to distribute leads among a rotation of sales people or place them in an unassigned queue. This ensures a fair distribution of leads and prevents them from going to a single person. Here's how you can do it:
 
  1. Create a Round Robin Lead Assignment:
    • Log in to Zendesk Sell as an admin or a user with the necessary permissions.
    • Go to "Admin" or "Settings" (this may vary depending on your version).
    • In the settings, find "Lead Assignment" or "Routing Rules."
  2. Set Up a Round Robin Assignment:
    • Create a round robin rule that evenly distributes leads among the designated salespeople. You can specify the sales team members you want to include in the rotation.
  3. Create an Unassigned Queue:
    • In addition to the round robin rule, you can set up an unassigned queue where leads will go if they aren't assigned to a specific salesperson. This ensures that no leads are left unattended.
  4. Customize the Assignment Rules:
    • Depending on your requirements, you can further customize the assignment rules based on lead attributes, such as location, industry, or source.
  5. Test and Monitor:
    • After setting up the rules, it's important to test and monitor the lead assignment to ensure it's working as expected.
  6. Documentation and Training:
    • Provide documentation and training to your sales team to ensure they understand the lead assignment process and how to work with leads from the unassigned queue.

By following these steps, you can establish lead assignment rules in Zendesk Sell to distribute leads among salespeople in a rotation or place them in an unassigned queue, preventing leads from going to a single person. This promotes fair lead distribution and more efficient lead management.

View comment · Posted Oct 24, 2023 · Kai

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Kai commented,

CommentZendesk messaging
Hi Jon,

As of writing, its not yet in the roadmap.  I understand that it could be a useful feature. I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
In addition, I encourage you to create a new post in the Support Product Feedback topic (https://support.zendesk.com/hc/en-us/community/topics/200132066) in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post (https://support.zendesk.com/hc/en-us/community/posts/115007959427-Read-me-before-posting-How-to-write-an-effective-feedback-post-and-Product-Feedback-Guidelines). 

View comment · Posted Apr 21, 2023 · Kai

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Kai commented,

CommentZendesk messaging
Hi Jon,

As of the moment there is no option to create proactive messages based on events, And yes, it requires messaging. More of this is discussed here

View comment · Posted Apr 20, 2023 · Kai

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Kai commented,

CommentZendesk messaging
Hi Jon Roncal,

As of the moment, dynamic content and placeholder are not currently supported.

 

View comment · Posted Apr 17, 2023 · Kai

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Kai commented,

CommentZendesk messaging
Hi,

As of the moment, there is no native way to make proactive messages disappear after a certain period of time.

View comment · Posted Apr 17, 2023 · Kai

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Kai commented,

CommentHow to fix access issues
Hi Vamshi,
 
To assist you better, I've created a ticket on your behalf so we can troubleshoot this issue together. Please check your email for more information. 

View comment · Posted Apr 10, 2023 · Kai

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Kai commented,

CommentAdditional ticket channels
Hi Justin,

I'll create a separate ticket for further investigation. 

Thanks!

View comment · Posted Apr 09, 2023 · Kai

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Kai commented,

Community comment Q&A - Help center and community
Hi Lais,

This is possible by creating a subsection where you can create a Category > section > section > section > section > section. Each section can have a maximum of 200 subsections in it. Please note that this feature is only available for higher plans. More of this is discussed here.

Thanks!

View comment · Posted Apr 09, 2023 · Kai

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